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Managed Services The Easy Way

Managed Services The Easy Way. Wayne Small [SBS-MVP] SBSfaq.com Pty Ltd. Our Goals. Discuss providing Managed Services to SMBs Provide better solutions to our clients Reduce cost to provide the solution Use out of the box solutions Integrated multiple vendors Stretch your thinking.

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Managed Services The Easy Way

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  1. Managed Services The Easy Way Wayne Small [SBS-MVP] SBSfaq.com Pty Ltd

  2. OurGoals • Discuss providing Managed Services to SMBs • Provide better solutions to our clients • Reduce cost to provide the solution • Use out of the box solutions • Integrated multiple vendors • Stretch your thinking

  3. Who am I ? • Correct Solutions – Sydney based IT Reseller • 13 Staff • 10 yrs old • SBSfaq.com • www.sbsfaq.com • Trainer / Author / Community Advocate

  4. Definition of Managed Services • What are Managed Services • Everyone is different!

  5. Traditional Break/Fix • Based around hourly rates • Fixed $ profit per hour • How many hours in a week? • Reactive • Blocks of hours • Fixed price (based on hours)

  6. $ Time Traditional Profit Model Examples courtesy of Kaseya

  7. Managed Services • Based on per device / user • Variable $ per device / user • Automation to reduce OUR time to do the work • Proactive • Less Stressful for YOU

  8. Managed Services Profit Model $ Time Examples courtesy of Kaseya

  9. Step away from the hourly $ • Clients want lowest rate / fastest response • Competitors focus on your rate not the outcome • Income stream is NOT predictable • If you do your job well you don’t get paid at all !!!

  10. How to make it happen • Decide on a rate per user / device • Get an agreement in place • Highlight what is covered • Lock the customers in place • Improve efficiency via automation • Reduce the time it takes you to provide the same services

  11. What's included? • Basic monitoring • Backup and Recovery • Patch Management • Virus/Spyware control/response • Remote support • What else?

  12. How to Structure the agreement • It’s up to you • Suggest you create multiple levels of agreement

  13. L1 L2 L3 Per-PC Cost $10-$30 Patch Management System Log Monitoring Virus Protection Daily System Audits Monthly Reports 24 Hr Response Per-PC Cost $45-$75 Limited Help Desk Application Deployment Application /HW change Security Log Monitoring Spyware Removal Bandwidth Usage Asset Management Remote Management 4 Hr Response Per-PC Cost $70 -$100 End User RC Desktop Policy Enforcement Unlimited Help Desk Limited On-site BU-DR Weekly Reporting 2 Hr Rapid Response Desktop SLA Examples Examples courtesy of Kaseya

  14. L1 L2 Per-Server Cost $195-$295 Patch Management Remote Management Event Log Monitoring Backup Reporting Hardware Changes CPU Load 4 Hr Response Per-Server Cost $300 - $800 Exchange Monitoring Security Log Monitoring Application Deployment Service Monitoring and Notification Backup Reporting SQL Monitoring Disaster Recovery (DR) 1 Hr Rapid Response Server SLA Examples Examples courtesy of Kaseya

  15. Benefits to the Client • Fixed monthly fee • Improved uptime, security • Service Level Agreement in place • Allows us to focus on strategic value rather than break/fix • Tell the client “I NOW get paid for doing a good job”

  16. Pre-Packaged Solutions • Kaseya • Level Platforms • Hound Dog • All good solutions – but what can we do out of the box?

  17. Other Options • SBS 2003 Monitoring and Reporting • IBM Director • Other low cost tools

  18. Solution Requirements • Track key information on servers • Monitoring and alerting • Remote Access to systems • Integrate 3rd party products

  19. Combining Products • Microsoft • SBS 2003 R2 • OneNote • Trend Micro • CSM v3.5 for SMB • IBM • IBM x Series Servers • Netgear • Managed Devices

  20. Key Information on Servers • OneNote 2007 • Shared notebooks • Create Templates for site information • Replication of data • Custom Databases for larger organisations

  21. SBS 2003 R2 • New Features • Update Services – Patch Management • Improved licensing for 2nd Servers • Under utilised features • SBS Backup – Disaster Recovery • Monitoring and Reporting

  22. Update Services • Email you daily with your patch status on your network • Show you the computers that are not being included in patching? • Auto approve some patches based on requirements? • Only download patches that are NEEDED

  23. Update Services – How it works • WSUS 2.0 at the core • Additional GPO, tasks and wizards • Configure via SBS Console

  24. Update Services - Reporting

  25. Update Services Demo

  26. Update Services – Extending it • Non LAN based assets • Publishing WSUS • Extra computer groups

  27. SBS Backup • Works well • Captures email, AD, open files • Minimal recovery time • Install CD1 then restore from tape • Can be sent alerts for backup success and failure • Attach backup logs to SBS Reports

  28. SBS Backup – Reporting

  29. Monitoring and Reporting • Out of the box config is ok • Needs tuning to individual environments • Health Monitor @ the core • Extending Monitoring and Reporting • Custom Alerts • Monitoring other critical computers

  30. Health Monitor Screenshot

  31. Modifying Alerts • Allocated Memory Alert • Default is 2GB • Modify via the SBS Console

  32. Adding info to alerts • Make the alerts more useful • Allows you to track what is “normal” • Done via Health Monitor

  33. Custom Alerts - Backup • Allows more granular alerting • Successful Backup • App Log • Source: ntbackup • Event ID 8019 • Info Event

  34. Custom Alerts - Security • Failed Login Attempts • Security Log • Source: Security • Event ID 529 • Critical Event

  35. Additional Event Logs • Can be created by script • Used for logging whatever you want via script • Additional logs will appear in SBS Reports

  36. Additional Computers • Healthmon can be installed on other computers • CD3 • Healthmon21 Directory • Install Agent only • Configure alerts and functions individually

  37. Outlook Rules

  38. Outlook Rules

  39. Monitoring and Reporting Demo

  40. SBS + Vista = Can be done. • Ripcurl Patch – aka KB 926505 • Enables Vista to be added the SBS way • Works on SBS 2003 SP1 and SBS 2003 R2 • http://support.microsoft.com/kb/926505/en-us

  41. Trend Micro • Used to provide protection to my clients • Antivirus • Antispyware • Antispam • Reporting on success !

  42. CSM 3.5 New Features

  43. Upgrades.. • CSM 3.0 Key code works • Inplace from 3.0 to 3.5 = fine • Inplace from 2.0 to 3.5 = fine • OEM v2.0 may have some issues

  44. Features we use • Antivirus/Antispyware • Antispam • Client side management • Vulnerability Assessment • Cross check against SBS Update Services

  45. Antispam Example • John Smith = Honeypot • No real email • 95% SPAM • Client Managed • Alerts if too high

  46. Extending it for Managed Services • Notifications • Logging to event logs • SNMP Traps

  47. SPAM too high

  48. Vulnerability Scanning

  49. License Expiration

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